Transcript Document

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LocalEdge.com
Agenda
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What Is Reputation Management
What Does It Do
Why YOU Need It
Advanced Reputation Management
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Reputation Management
An Overview
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Definition
Your reputation is what you say about
yourself and what others say about you.
Managing your reputation is nothing
new.
Remember the movie Outbreak?
For small and medium businesses today,
reputation is airborne and contagious.
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Facts:
70% of Americans say they
consult product reviews or
consumer ratings before making a
purchase.
Almost 50% of online adults
read ratings and reviews at least
once a month, and 19% post
them.
34% of bloggers endorse brands
and products on their blogs.
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Why it Matters
It pays to keep on top of what customers are saying about
you.
A positive comment can be highlighted and shared with your
customers, while a prompt response to a negative review can
turn a critic into a fan.
Reputation Management monitors every public source you can
think of:
 Websites and blogs
 Social media (Twitter, YouTube, public Facebook pages...)
 Local review sites (Yelp, Citysearch, and dozens of others...)
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Why it Matters
How can Reputation Management help your business?
Sometimes a prompt response to a customer complaint can
neutralize bad publicity.
Sometimes online comments can provide concrete tips for
improving customer service in the real world.
Sometimes you can learn about new marketing possibilities
that you would never have thought of on their own.
With Reputation Management, whenever your business is
mentioned anywhere on the Internet, you find out about it
right away!
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What it does
Sources are scanned continuously and automatically to
bring you the most complete and up-to-date data on how
your business is perceived by your customers.
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data is broken down, analyzed, and collected in
intelligence reports so you can target their marketing and
increase your online customer engagement.
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Reputation Management - Key Features/Benefits
 Visibility. Find out which search engines, review sites, and web directories have
listings for their business, and which ones they're missing.
 Mentions. A mention is any place on the web where the business appears.
 Keywords and Top Sources. Where is the business mentioned most frequently, and
what words are used most often in the mentions?
 Competition. The Share of Voice graph shows how prominently their business turns up
in local search results compared to their competitors.
 Sentiment Trending & Analysis. Automatically figure out whether a story or comment
about the business is positive or negative, and show them how those sentiments are
changing over time.
 Reviews. Browse the reviews of the business from sites like Yelp and Citysearch.
 Executive Report. Emailed weekly/monthly. Provides valuable information without the
recipient or salesperson having to take any action.
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The Product – Visibility
The Visibility feature gathers all
the locations on the web where
your business listing can be
found - and shows where your
are underexposed and where
they have discrepancies in your
listing data.
Each listing will have either a
checkmark (found and correct),
an exclamation mark (found with
possible errors), or an X for not
found.
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All of the
sources
your
business is
listed on.
•Green Check Mark: Listing can be
found
•Yellow Triangle: Possible listing
with mistakes.
•Red X: Listing missing
Click on
“show
details” to
review and
edit the
information
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The Product – Visibility
It’s easy to add or edit
your listing- your
digital media
consultant will walk
you through the
process and provide
assistance as needed.
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List of Visibility Sources:
If you find that a source isn’t relevant to your business we can remove it from the
listings
 Search
Engines
• Review Sites
 Bing
 Google
Places
 Yahoo! Local
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Citysearch
Insider Pages
Judy’s Book
Yelp
• Social Sites • Directory Sites
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Facebook
FourSquare
LinkedIn
Twitter
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411.com
DexKnows
Kudzu
Local.com
LocalEdge
MerchantCircle
Service Alley
Superpages
Yellow Book
YellowPages
Ziplocal
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The Product - Reviews
Your customers are talking about you.
Reviews on influential sites like Yelp and Citysearch can change
the fortunes of small businesses...for better or worse.
Reputation Management makes it easy to see your most recent
reviews.
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The Product - Reviews
The Reviews
tab shows
the average
rating for
each site.
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The tool pulls the most recent reviews about the business and puts them all together on one
page for your convenience.
•Using the drop box you are able to
sort the reviews, you can either look
at all of them or separate them based
on a particular site.
• By clicking on ‘view details’ it will
take you to another page, and you will
be able to view the whole review, and
respond to it if you have an account
with the site.
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 Local Edge will be monitoring all reviews about your business, and will
be responding to these reviews on your behalf.
 Review: by Cindy 06/03/2011
o Had my truck checked out and oil changed here. The next time I
changed my oil I discovered they used the wrong filter. The oil filter
was obviously too small. Shortcuts could be the norm here.
Beware.
 Possible Response:
o Dear Customer,
We are deeply sorry that you feel the service you received wasn’t
satisfactory. We strive to be the best company, and are working
everyday to make improvements. Thank you for bringing your
concerns to our attention. We would like to reassure you that this
was an isolated incident, and offer our most sincere apologies. If you
would like to discuss any of the issues mentioned please feel free to
call (850) 729-6629.
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The Product - Mentions
The results of all keyword searches are
broken down into Web, Twitter, News,
Facebook, and Images.
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The Product - Mentions
You can easily search
results by sentiment,
date, source, or category.
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The Product - Mentions
It also shows your top sources of online mentions and your top keywords a snapshot of how and where your customers are talking about your
business.
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The Share Of
Voice graph shows how
prominently your
business shows up
compared to your
competitors in local
internet search results.
A new graph will be
created for each service
category entered (i.e.
restaurant, Cajun
restaurant, pub)
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 ‘Share of Voice’ is how many times your business appears in a
particular search in your city compared to your competitors.
 Listed Competitors: A & A Autobody, Niceville Auto Services,
Niceville Car Care
 Your company is competing on 10 different categories:
◦ Car Care Services in Niceville, FL- 56%
◦ General Services in Niceville, FL-53%
◦ Undercar Services in Niceville, FL-2%
◦ Heating and Cooling Services in Niceville, FL-39%
◦ Electrical Services in Niceville, FL-58%
◦ Transmission Services in Niceville, FL-41%
◦ Electronic Services in Niceville, FL-52 %
◦ Internal Engine Services in Niceville, FL-50%
◦ Heavy-Duty Services in Niceville, FL- 25%
◦ Towing in Niceville, FL- 31%
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The Product - Alerts & Reports
There are two ways to interact with LocalEdge's Reputation
Intelligence system.
1.Wait for emails to appear in your inbox. You get two kinds of emails:
a) New Results. When a new mention is found, you get an email.
b) Executive Reports. These will collect all of your results for one week,
and break down the data to reveal trends in how your online
reputation is doing compared to the prior week.
2. You can access all your results and data on the customer dashboard at
any time to view the data.
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The Product - Alerts & Reports
Using Reputation Intelligence to strengthen your business online.
You receive an email alerting you to a new result, and follow the link to a page
where you were mentioned. You will find that many websites, blogs, and
consumer review sites allow visitors to leave comments.
Engaging critics.
When someone leaves a positive review of your company, you should thank
them and invite them to stop by again. If they're offering constructive
criticism, let them know that their complaints are being addressed.
More than one-half of new media users (53%) believe brands should have a
presence in new media
Studies show that consumers engage them online. The web gives everyone a
platform to express their point of view. Why not take advantage of it?
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Advanced
Reputation
Management
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Advanced Reputation Management
What is it?
Reputation management services offering the customer dedicated support to manage their
online reputation including visibility management, review response and escalation, as well as,
oversight of website mentions.
Visibility
Our staff will update visibility venues to ensure that sites have accurate listing data.
Reviews/Mentions
Our staff will respond to Reviews and Mentions where appropriate. We will also receive
customer approvals where needed.
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Advanced Reputation Management
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Reputation Management
reporting will be adjusted for
maximum effectiveness based on
goals uncovered during on
boarding call.
Relevant reviews & mentions of
the business will be read by a
Digital Analyst
Reviews and mentions will be
addressed as appropriate and as
sites allow.
Responses needing approval will
appear in the customer’s
approval queue.
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Services Provided
 Monitoring services for reviews & mentions
 Professionally written responses to reviews and
mentions
 Monitoring and management of visibility
 Simple Reporting from Customer Dashboard
 Monthly Management Calls
 Dedicated Support
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